The leading Nordic postal and logistics company was losing new delivery recruits faster than it could hire them, with significant impact on operating costs, hiring costs, and delivery quality.
THE HUMAN INSIGHT
We dug into the daily life of a new delivery recruit and discovered the training was too short and superficial to cover the complexity, nuance, and unspoken experience knowledge held by route-delivery veterans. This led to a perception of isolation and failure (and quick departures).
ENGAGING EMPLOYEES WITH A DIGITAL COMPANION
We built a digital companion for new recruits called Route Master that provides advice, navigation, and rewards to drive engagement, this was delivered as a gamified app experience, where successful completion of tasks put drivers on the leader board (and fuelled some friendly competition).
REWARDING AND ENCOURAGING COLLABORATION AND COMPETITION BETWEEN TEAMS
Workers are rewarded for their own good work and receive points for helping others (particularly new hires). Initial results drove a significant reduction in attrition, an increase in delivery quality, and an increase in overall employee satisfaction.
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